The Complaints Process                       Customer service form

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Pavilion Surgery.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of the reception staff if you have a complaint; all our staff are trained to handle complaints.  Alternatively, you can ask to speak to Michelle Spicer (Practice Manager).

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England

PO BOX 16738


B97 9PT

03003 112233

A complaint can be made verbally or in writing. Additionally, you can complain via email to; 

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

We will respond to all complaints within three business days.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

The practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.  


We will ensure that all complaints are investigated with the utmost confidentiality and that any

documents are held separately from the patient’s healthcare record.

Third party complaints

Pavilion Surgery allows a third party to make a complaint on behalf of a patient. The patient must

provide consent for them to do so in writing.

Final response

The practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

Further written information is available regarding the complaints procedure from reception or in this printable version:  COMPLAINTS PROCEDURE

Violence Policy


The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their

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